Introduction
Every hotelier knows the frustration of missed opportunities: the unspoken upgrade that could have been sold, the guest who would have gladly paid more for an enhanced experience if only they had been offered the chance.
For LUX* Resorts & Hotels, this reality was all too familiar. Without a structured framework for upselling, revenue was being left on the table and guests weren’t always receiving the full range of experiences available to them.
Challenge
The absence of a consistent upselling program meant lost profit and under-served guests. Some staff would try to upsell; others wouldn’t. Guests who might have been eager to book a spa package, private dinner, or premium room were never given the option.
As Tobi Kuhlang, SVP Revenue Management & Distribution at The Lux Collective, warned, “if GMs don’t implement upselling, they just leave money on the table – while guests may leave less happy than they could be.” This stark reality made it clear that upselling wasn’t just about revenue, but also about delivering the complete guest experience.
Solution
UpsellGuru introduced a structured upselling framework across LUX* properties. The system combined pre-arrival bidding, On-Arrival training, and AI-driven coaching, ensuring upselling was no longer a matter of chance but a consistent process.
Staff were trained to identify opportunities, approach guests with confidence, and present offers that enhanced the stay. Automation took away guesswork, while human interaction made the offers feel genuine and personalized.
Results
The results were transformative. Revenue that had previously been lost was now systematically captured. Guests reported greater satisfaction as they discovered tailored experiences they might otherwise have missed.
For LUX*, the program created not just incremental revenue but a cultural shift: upselling became part of the DNA of guest service rather than an optional add-on. The sense of “money left on the table” disappeared, replaced by a confident, consistent approach that benefitted both guests and the business.
Takeaway
Structured upselling ensures hotels capture every opportunity while delivering richer guest experiences. As Tobi Kuhlang reflected, “Since the program has been implemented, we’ve seen tripling of these revenues and beyond that. We are talking big profits here”
By embedding UpsellGuru’s framework across the entire guest journey, LUX* not only eliminated missed opportunities but proved that upselling done right moves performance into a different league.
As Karl Schmidtner, CEO of UpsellGuru, puts it: “What made the difference at LUX* wasn’t teaching something new, but rewiring what the team already did into a smarter process. We enabled them with the right attitude, energy, structure and tools. For us that’s the essence of Smarter Upselling: more profit, happier guests, less effort.”
About LUX*
LUX* Resorts & Hotels is the Indian Ocean’s signature luxury brand, redefining resort living across Mauritius, the Maldives, Reunion Island, and beyond. Guided by its “lighter, brighter” philosophy, LUX* curates extraordinary stays that balance playfulness with elegance — from barefoot-chic villas over turquoise waters to eco-conscious hideaways and design-forward beach escapes. Each property blends world-class accommodation with experiences rooted in culture, wellbeing, and spontaneity, creating unforgettable moments for leisure travelers, honeymooners, and groups alike.
About UpsellGuru
UpsellGuru is a cutting-edge upselling platform tailor-made for the hospitality industry, powering automated, personalized revenue strategies across the entire guest journey — pre-arrival, on-arrival, and in-stay. Trusted by over a thousand hotels, UpsellGuru enables dynamic, brand-aligned communication with guests — from bidding on room upgrades and extras to pushing thoughtful offers at check-in and during the stay — maximizing conversions while reducing workload. With seamless integration into leading Property Management Systems, real-time analytics, and automation at its core, it’s all about smarter upselling: more profit, happier guests, less effort.
